[Hiring] Member Experience Associate @Age Bold

Role Description

Bold is looking for a bilingual (English/Spanish) motivated Customer Experience Associate to conduct high volume outreach to new and existing members leading to increased enrollment and program completion rates. This role will work 8-5pm PST hours and is a full-time remote position reporting to the Manager of Member Experience.

As a key member of our Member Experience Team, here’s what you’ll do:

• Actively conduct outreach via phone, text, and email daily, along with answering inbound tickets.
• Successfully complete assigned tickets each day.
• Maintain an >80% phone answer rate per week.
• Act as a "hub" for all inbound questions regarding Bold and our offerings to people.
• Maintain 92% or higher customer satisfaction score.
• Act as the voice between both customer and Bold.

Qualifications

• 1-3 years of experience as a customer support representative.
• Effective communication: Empathetic and active listener for our future and existing members.
• Customer Service Tools: Experience working in CRMs and Customer Services tools (we use Insightly CRM and HubSpot).
• Organization & Attention to Detail: Ability to prioritize and handle a high volume of work while maintaining quality interactions.
• Critical Thinker: Demonstrated ability to quickly and proficiently understand and absorb new information.
• Experience in a role that had direct daily interactions with older adults (e.g., in a senior living community, fitness instructor, patient advocate/coordinator, or a member facing role within a digital health startup).
• Exceptional verbal and written communication skill.
• Ability to report bugs with detailed description and data to the engineering team.
• High levels of empathy, patience, and a positive attitude.
• Strong ability to analyze situations and solve issues efficiently.
• Proficiency with computers. Experience with HubSpot, Insightly, Slack or JustCall are a plus.

Requirements

• Experience in a role that had direct daily interactions with older adults (e.g., in a senior living community, fitness instructor, patient advocate/coordinator, or a member facing role within a digital health startup).

Benefits

• Compensation: Anticipated earnings between $24.00-$26.00/hour in addition to an annual bonus.
• Inclusive environment that enables everyone to do their best work.